---
title: Why aren't my phone calls being answered?
description: A few troubleshooting options for when calls won't connect.
---
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# Why aren't my phone calls being answered?
## Our team tries very hard to answer every phone call that comes in, but there are some reasons a call gets missed.
### Call doesn't connect
When you dial our number, if the call doesn't connect at all, or rings only a few times before failing, you are likely experiencing an issue with your caller ID settings. We've identified that our calling provider's spam settings will block calls that come in when they don't display caller ID.
As we get this sorted, please email support@musicplay.ca with your questions. If you have access to an alternative phone that does have Caller ID enabled, our system will take your call.
If you have a mobile device you can also verify that your Caller ID settings are enabled. To get to your Caller ID settings, you can check out the help articles we have linked below:
- [Android](https://www.samsung.com/ie/support/mobile-devices/how-to-turn-on-or-hide-your-caller-id/?fbclid=IwY2xjawNocr9leHRuA2FlbQIxMABicmlkETFUTTRrS2FQWDRPa21BdkI5AR7FjLzUQ3GMk_BeByo5f6DYCxttjNK3mGKLT_KIaE0tBLN-__6xaxHGdk8YpA_aem_UeAJhOB7UA_KGLJmLzR1Kg)
- [iPhone](https://support.apple.com/en-ca/guide/iphone/iph6e5e72b79/ios)
### Call connects but no-one answers
#### Outside business hours
You can view our business hours [here!](https://help.musicplay.ca/what-are-themes-variations-musicplays-business-hours?hsLang=en)
If you are calling outside of our business hours, your call will connect to our main call tree. Selecting an option will put you to our after hours message and will prompt you to leave a voice mail.
#### During business hours
Calling during our business hours will direct you to our call tree. From there, you select which team to call and it will ring the team. If all of our team members are busy, it should go to voicemail with a message saying we are busy. When this happens the team is sent the message right away and if you leave a voicemail we will return your call as soon as we are able.
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